Making a complaint

We treat complaints seriously. If you have a complaint about any aspect of your relationship with us, including your policy, claim, or our service, staff or handling of a complaint, please let us know. We’ll acknowledge your complaint and attempt to resolve it within 10 business days if we have all necessary information and have completed any investigation required. If further information or investigation is required, we’ll agree reasonable alternative timeframes with you.

Depending on the outcome of our review, we may refer your complaint to Lloyd’s Australia. You can contact Lloyd’s directly at:

Lloyd’s Underwriters’ General Representative in New Zealand
Email: [email protected]
Phone: +04 4727582
Mail: PO BOX 5639
Wellington, 6145

If your complaint remains unresolved after this process or you haven’t received a written response within two months, you may lodge a complaint with the Insurance & Financial Services Ombudsman.

Phone: 0800 888 202
Mail: GPO BOX 10-845
Wellington, 6145

IFSO is an independent body that operates nationally in New Zealand and aims to resolve disputes between you and your insurer. Your dispute must be referred to IFSO within 3 months of the date of our deadlock letter. Determinations made by IFSO are binding upon us.